View Poll Results: What Do Customers Hear When They are on Hold with Your Business?

6. You may not vote on this poll
  • Silence

    5 83.33%
  • Music or other audio

    0 0%
  • Information about our facility/business

    1 16.67%
Results 1 to 4 of 4
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  • 2 Post By SMSSId
  • 3 Post By Gina6k

Thread: Hold Music, Facility Info or Silence?

  1. #1
    TonyISS's Avatar
    TonyISS is offline Super Moderator
    Join Date
    Jan 2012
    Phoenix, AZ

    Default Hold Music, Facility Info or Silence?

    I called a facility earlier today and got put on hold for three or four minutes listening to total silence. I can't remember the last time I called a business, was placed on hold and didn't hear some form of music or information about the business I was calling (specials, address, hours of operation, etc.). Thus a poll.

    As an addendum, why did you choose your particular phone hold strategy? As a customer, which do you prefer and why?
    Tony Jones
    Manager, Inside Self-Storage Store
    Former Community Manager, Self-Storage Talk
    tjones at vpico dot com

  2. #2
    SMSSId's Avatar
    SMSSId is online now Senior Member
    Join Date
    May 2010

    Default Re: Hold Music, Facility Info or Silence?

    If we can’t speak with the customer when they call, we explain why we can’t, ask for a callback number and call them back ASAP. We have no music, no press one for this or two for that, and no hold if it’s going to be greater than a minute. It’s easy to explain you’re completing another transaction, not in the office, etc.

    I won’t sit on hold for very long, I hate press one for this or that, let me speak to a real person. If it’s important I'll give them my number (NO Tele marketers ) when I'm not in the office the office phone is transferred to my cell. I could be anywhere.

    Where's #4?
    Gina6k and geraldine1051 like this.

  3. #3
    Lisa T's Avatar
    Lisa T is offline Senior Member
    Join Date
    Jan 2008
    Happy to be in Myrtle Beach, SC!!!

    Default Re: Hold Music, Facility Info or Silence?

    I can't remember the last time I put someone on hold, if ever, and I don't know what they would hear if I did. But if I can't help the person immediately, I still answer the phone and ask them if I can call them right back.

  4. #4
    Gina6k's Avatar
    Gina6k is offline Moderator
    Join Date
    Apr 2008
    Morgan Hill, California

    Default Re: Hold Music, Facility Info or Silence?

    If someone wants to wait a minute or so instead of letting me call back I warn them we don't have any irritating music playing on hold. That usually elicits a laugh and/or a sigh of relief. I can't tell you how many times I've hung up calling a business because the music is so bad, distorted &/or loud that it can give you an instant headache.

    Here's a riddle:
    Q: What's the fastest way to chase away a customer?
    A: Play curse-word filled rap on-hold music at 140 dB.
    Last edited by Gina6k; 2nd November 2013 at 01:44 PM.
    Gina 6k
    CochraneStorage dot com
    Morgan Hill, California

    You only live once, but if you do it right, once is enough!
    I am not an attorney, just an experienced manager who is willing to share what I have learned. Your thoughts, practices or opinions may vary and neither of us may be right.



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